Technical Support Specialist (Temporary)

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

Job Description Summary

The Online Learning Technical Support Specialist provides essential tier 1 support for Penn Engineering Online, managing after-hours technical troubleshooting and communications across platforms like Zendesk, Slack, and Canvas. Key responsibilities include auditing course content and grades for consistency, monitoring student engagement trends, and escalating urgent issues to ensure a seamless academic experience. By supporting live Zoom events and managing extension requests, this role ensures continuous operational reliability for students and faculty outside of standard business hours.

Job Description

The Online Learning Technical Support Specialist will provide after-hours tier 1 support to students, faculty, and staff in the Penn Engineering Online program. Responsibilities include:

• Periodic checks of Zendesk, Ed Discussion, and Slack for issues that cannot wait until the next business day, escalating to Course Managers and Assistant Director when necessary
• Daily checks of Ed Discussion to escalate any student questions that have gone nearly 24 hours without a response to TAs
• Troubleshooting live events held via Zoom via Canvas
• Audit of Google Drive to ensure synchronization with Canvas content
• Canvas audit to ensure consistency between courses
• Checking Weekly Check-In course surveys for trends and potentially problematic issues
• Monitoring and responding to Extension Requests for all courses via Power Automate / Slack
• Auditing grades to ensure consistency between Gradescope and Canvas
• Provide exam support for all courses outside of business hours